Refunding event tickets
While ChurchSuite makes purchasing event tickets super easy, it's just as easy to process full or partial refunds where a sign-up needs to cancel.
To issue any refund for an event simply head to the event's "View" page within the Calendar module and scroll down to the Sign-Ups section. From here, locate the relevant person's sign-up entry in the list and select Refund from the cog actions menu on the right-hand side. You'll only see this as an option for sign-ups who paid online via Stripe.
The Refund sign-up pop-up opens, with a choice of issuing a Full refund or Partial refund back to the original payment card used to sign-up. Subject to your event or church refunds policy, select as appropriate and type I CONFIRM. Click Refund Sign-Up to complete the process.
For a Partial refund enter the amount you wish to refund.
You should only issue a refund when someone is unable to attend the event and wishes to be reimbursed their ticket cost (either in full or in part). Processing a refund has the effect of cancelling their sign-up and removing them from the event Sign-Ups list entirely - it's not suitable to be used a means of offering reduced price tickets and similarly, partial refunds should only be used when you are unable/unwilling to issue a full refund.
No ChurchSuite notification is sent to the sign-up/cardholder when processing a refund - full or partial. We recognise that organisations will want to send their own communiation to refunded sign-ups, perhaps to elaborate further on the circumstances of the refund or the reason for only a partial refund.
Once you have processed a refund the cancelled sign-up is removed from the Sign-Ups section and is added to the Refunds section. The Refunds section becomes visible when the first refund has been processed; otherwise this section is not visible. The Refunds section includes details of the original sign-up payment and the amount subsequently refunded.
While it's not possible to move a refunded sign-up back into the active Sign-Ups section. You can manually add a new sign-up within the Sign-Ups section, or the person can re-sign-up for the event and pay for any 'pay' tickets in the normal way.
Refunds are processed by Stripe back to the sign-up's original payment card, and will be included in the Stripe Transfers report. For partial refunds, a proportion of the Stripe transaction fee is also refunded (minus their 20p minimum fee). For full refunds, the full transaction fee (minus Stripe's 20p minimum fee) is refunded.